Migrating to a Cloud Contact Center: Tales From the Far Side

White Paper by Shelia McGee-Smith of McGee-Smith Analytics

Sheila McGee-Smith, one of the most prominent industry analysts and strategic consultants in the contact center and customer experience markets, highlights the experiences of four companies as they moved their contact centers to the cloud.

Sheila shares her latest research that dives into how leading organizations are taking advantage of cloud technology for their contact center. As someone who keeps a regular pulse on what the leading organizations are doing, Sheila provides real-world lessons learned from the “trenches” as well as the benefits and outcomes from businesses who have moved to the cloud.

Key Takeaways: 

  • What were the driving factors to initiate a change in their contact center solution?
  • What benefits have they derived since implementation?
  • What are some of their plans for adding functionality in the future?

About Shelia McGee-Smith, President at President and Founder of McGee-Smith Analytics

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. With more than 35 years in the communications industry, her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

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